Role Overview & Context

The Commonwealth Bank of Australia (CommBank) is currently seeking applications for the role of Customer Relations Manager | Customer Relations Specialist. As Australia’s leading provider of integrated financial services, CommBank serves more than 17 million customers across retail, business, institutional, and international markets.

Core Responsibilities & Role Scope

In this role at CommBank, key deliverables and operational objectives include:

• Lending & Business Banking
• Scams & Disputes
• Investigate and resolve customer complaints efficiently and fairly.
• Manage customer interactions with empathy, professionalism and sound judgement.
• Build strong networks and relationships across the Group to influence outcomes and resolve issues.
• Identify opportunities for continuous improvement and contribute to enhancing the customer experience.
• Provide insights and feedback to stakeholders on process, product and policy improvements.
• Understand community expectations and apply a risk-conscious approach when assessing customer concerns.

Selection Criteria & Candidate Profile

CommBank evaluates candidates against demonstrated capabilities aligned with the requisition scope:

• Deliver an outstanding customer experience while balancing customer, business and regulatory considerations.
• A strong customer focus and experience in customer-facing or customer resolution roles.
• Excellent written and verbal communication skills.
• Strong negotiation, influencing and stakeholder management capabilities.
• A commitment to fairness, ethical decision-making and customer advocacy.
• Exceptional time management, organisation and prioritisation skills.
• The ability to navigate complex issues and make balanced decisions.
• A continuous improvement mindset and a passion for solving problems.

Key Competencies & Technical Proficiencies

Remuneration, Benefits & Flexibility

• Workplace Flexibility: Hybrid (GCR guideline: minimum 40% time in office each month).
• Remuneration Benchmark: AU$95,000 – AU$130,000 package + 11.5% Superannuation. (CommBank Customer Relations benchmark.)
• Employee Privileges: Access to employee banking discounts, competitive superannuation/pension, and comprehensive health and wellbeing initiatives.

Important Applicant Information & Support

• Internal Group Candidates: If you are currently employed within the Commonwealth Bank Group (including Bankwest, x15ventures), please apply through Sidekick to submit a valid internal application.
• Accessibility & Adjustments: CommBank provides support for applicants requiring adjustments. Please contact HR Direct on 1800 989 696 if you require assistance.
• Advertising End Date: October 25, 2026 (25/10/2026).

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